Head of Operations & Customer Experience (Fintech)

Monizze BE; Brussel; Hybride; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Homeworking flexibility

Mobility budget

Annual company trip

Résumé du poste

Monizze, a Belgian fintech, is seeking a Head of Operations to drive an outstanding operational experience for customers, partners, merchants and beneficiaries. You will define the ops strategy, lead the Customer Operations team and collaborate with Product, Tech, Sales, Marketing, HR and Finance to continuously improve customer journeys.

You will champion operational excellence, data-driven decisions and scalable processes to support Monizze’s ambitious growth and ensure best-in-class customer

Qualifications

• Master's degree or equivalent experience.
• Experience leading managers and multidisciplinary teams.
• Experience in a fast-growing technology company, fintech, SaaS or scale-up is an advantage.

Responsabilités

• Define and execute the operations strategy aligned with company ambitions.
• Lead and develop the customer operations organisation with clear succession plans.
• Own operational performance, improve SLA, CSAT and reduce customer effort.
• Drive continuous improvement, standardise processes and build dashboards.
• Partner with Product, IT, Sales, Marketing, Finance and HR to turn insights into product improvements.

Connaissances

Strategic operational leadership

Strong customer-obsession mindset

Analytical and data-driven decision

Process optimisation

Performance management

Change management

Strong stakeholder management

Financial and operational acumen

Excellent communication in Dutch, FR,

Formation

Master's degree or equivalent experience

Description du poste

Monizze, a Belgian fintech, is seeking a Head of Operations to drive an outstanding operational experience for customers, partners, merchants and beneficiaries. You will define the ops strategy, lead the Customer Operations team and collaborate with Product, Tech, Sales, Marketing, HR and Finance to continuously improve customer journeys.

You will champion operational excellence, data-driven decisions and scalable processes to support Monizze’s ambitious growth and ensure best-in-class customer